| Survey: |
USCIS E-Verify CCO |
| IA#: |
20325 A2 |
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| Date: |
10/2/2018 |
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| SURVEY TYPE: |
Call_Contact Center (Tab 3) |
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| Survey Q# |
Type# |
Type Topic |
| SCREEN1 |
Custom |
Screener |
| Q1 |
Custom |
Demographic/Background |
| Q2 |
Custom |
Demographic/Background |
| Q3 |
Custom |
Demographic/Background |
| Q4 |
Custom |
Demographic/Background |
| Q5 |
2 |
Wait Time |
| Q6 |
2 |
Wait Time |
| Q7 |
Custom |
Demographic/Background |
| Q8 |
1 |
Call/Contact Handling |
| Q9 |
1 |
Call/Contact Handling |
| Q10 |
3 |
Customer Service/Representative |
| Q11 |
3 |
Customer Service/Representative |
| Q12 |
3 |
Customer Service/Representative |
| Q13 |
3 |
Customer Service/Representative |
| Q14 |
3 |
Customer Service/Representative |
| Q15 |
Custom |
Call/Contact Handling |
| Q16 |
Custom |
Call/Contact Handling |
| Q17 |
Custom |
Customer Service/Representative |
| Q18 |
Custom |
Customer Service/Representative |
| Q19 |
Custom |
Customer Service/Representative |
| Q20 |
Custom |
Wait Time |
| Q21 |
Custom |
Wait Time |
| Q22 |
Custom |
Wait Time |
| Q23 |
3 |
Customer Service/Representative |
| Q24 |
3 |
Customer Service/Representative |
| Q25 |
3 |
Customer Service/Representative |
| Q26 |
3 |
Customer Service/Representative |
| Q27 |
3 |
Customer Service/Representative |
| IVR1 |
4 |
IVR |
| IVR2 |
4 |
IVR |
| IVR3 |
4 |
IVR |
| IVR4 |
4 |
IVR |
| IVR5 |
Custom |
IVR |
| IVR6 |
Custom |
Suggested Improvements/IVR |
| IVR7 |
Custom |
Customer Service/Representative |
| IVR8 |
Custom |
IVR |
| IVR9 |
Custom |
IVR |
| Q28 |
Custom |
Customer Service/Representative |
| Q29 |
Custom |
Customer Service/Representative |
| Q30 |
Custom |
Customer Service/Representative |
| Q31 |
Custom |
Customer Service/Representative |
| Q32 |
3 |
Customer Service/Representative |
| Q33 |
3 |
Customer Service/Representative |
| Q34 |
3 |
Customer Service/Representative |
| Q35 |
3 |
Customer Service/Representative |
| EMAIL1 |
Custom |
Suggested Improvements |
| Q36 |
Custom |
Customer Service/Representative |
| Q37 |
Custom |
Call/Contact Handling |
| Q38 |
5 |
Satisfaction (ACSI Index) |
| Q39 |
5 |
Satisfaction (ACSI Index) |
| Q40 |
5 |
Satisfaction (ACSI Index) |
| Q41 |
6 |
Future Behaviors |
| Q42 |
6 |
Future Behaviors |
| Q43 |
6 |
Future Behaviors |
| Q44 |
Custom |
Suggested Improvements |
| D1 |
Custom |
Demographic/Background |
| D2 |
Custom |
Demographic/Background |
| D3 |
Custom |
Demographic/Background |
| D4 |
Custom |
Demographic/Background |